TAXI LIMOUSINE ADVISORY COMMITTEE

COMMUNICATING AND ENGAGING STAKEHOLDERS

March 25, 2011

INTRODUCTION

How can TLAC build and strengthen its reputation How can TLAC strengthen its communication with

stakeholders What level of engagement is appropriate for TLAC

TAXI LIMOUSINE ADVISORY COMMITTEE To provide advice and recommendations to Council to ensure

high quality taxi and limousine services and to create and maintain a sustainable industry as specified in Bylaw 6M2007. The objective is to ensure public safety, service quality and consumer protection for customers and service providers. 

Composition: 1 Representative of Calgary Livery Association (CLA) (nominated

to Council by the CLA) 2 Representatives of the Taxi and Limousine industry 1 Representative of Calgary Airport Authority 1 Representative of Tourism Calgary 3 Representatives of the general public 1 Representative from Advisory Committee on Accessibility

**NOTE: Composition designed to ensure representation of stakeholder groups

THE TLAC COMMUNICATIONS PLAN

Goal To position the Taxi Limousine Advisory Committee as a

respected, credible and trusted committee that is valued by industry, the community and The City.

THE TLAC COMMUNICATIONS PLAN

Objectives– To build awareness of TLAC and its role by providing

information– To listen and learn, and consult with stakeholders, and,

in alignment with The City of Calgary’s engage policy, provide opportunities for impacted stakeholders to provide input into policy recommendations

– To establish TLAC in the community as the organization that understands customer demand and industry operations

– To reinforce TLAC’s position as the recognized expert in the Calgary taxi and limousine industry

– To strengthen TLAC’s relationship with City Council and the taxi and limousine industry in Calgary

THE TLAC COMMUNICATIONS PLAN

Approach Be proactive and take action to establish its leadership

position, build relationships, engage stakeholders and build awareness of its mandate as the advisor to City Council

THE TLAC COMMUNICATIONS PLAN

TLAC will:– Engage stakeholders as appropriate according to their

roles and interests – Develop tools to consult with customers, industry

partners and the general public and gather input that will be used in developing recommendations on service levels, etc.

– When appropriate, collaborate with impacted stakeholders on new initiatives in the taxi and limousine industry

– Make presentations and create opportunities to educate and build awareness of TLAC’s role and mandate

– Meet with key influencers and stakeholders– Implement a government relations strategy– Develop a strategic media relations plan

THE TLAC COMMUNICATIONS PLANStakeholders/Audiences

– City Council & Administration– Influencers

• Calgary Airport Authority• Chamber of Commerce• Economic Development• Educational institutions• Orders of government• CLA

– Customers– General public and potential users– Media

Why Important– Decision makers– Approve

appointments– Implement policy– Influence decision

makers– Support research– Make consumer

decisions– Convey information

HEADLINE The Council of The City of Calgary, in accordance with the Municipal Government Act, is the governing body for the taxi/limousine industry.

MESSAGE Under the Municipal Government Act of Alberta, Council has the authority to establish and specify the fees, rates, fares, tariffs or charges that may be charged for the hire of taxis or limousines.

HEADLINE The Taxi Limousine Advisory Committee is the advisor to Calgary City Council on all matters regarding the taxi and limousine industry.

MESSAGE The Taxi Limousine Advisory Committee is established by Calgary City Council to advise and make recommendations to them regarding the taxi and limousine industry.

HEADLINE The Taxi Limousine Advisory Committee helps ensure high quality taxi and limousine services in Calgary.

MESSAGE The purpose of the Taxi Limousine Advisory Committee is to provide advice and recommendations to Council to ensure public safety, service quality and consumer protection for customers and service providers.

HEADLINE The Taxi Limousine Advisory Committee uses its knowledge and experience of the industry in developing its advice and recommendations to City Council.

MESSAGE In addition to the expertise of the various committee members, TLAC works with LTS and uses industry best practices, stakeholder research and external consultants to ensure it provides advice and makes recommendations based on the best information available.

THE TLAC COMMUNICATIONS PLANNext Steps

– TLAC members confirm goals and objectives– Completion of work plan to include sequenced approach and

timeline for building relationships, engaging stakeholders and providing information and obtaining feedback

Tools– Presentation for stakeholder meetings– Key messages– Customer and public survey - strategy and tactics

AGENDA FOR A REGULAR MEETING FRIDAY, 2011 MARCH 25TH 1:00 P.M.

ASCERTAIN QUORUM DECLARATION OF PECUNIARY INTEREST CONFIRMATION OF AGENDA CONFIRMATION OF MINUTES – 2011 February 25th CHAIR’S OPENING REMARKS

NEW ITEMS: TLAC2011-14 Communication & Engaging Stakeholders –

JUDY HOAD TLAC2011-15 GREENING OF THE INDUSTRY - UPDATE TLAC2011-16 TAXI SAFTEY – PARTITION SHIELDS –

DRIVER FINDINGS TLAC2011-17 PUBLIC/OTHER BUSINESS NEXT MEETING ADJOURNMENT

ATTACHMENTS

City of Calgary Engage Policy Sample action/work plan

MATERIALSActions 2011 Action and Resources

Start January 20111.Key messages finalized 2.Presentation template and outline3.New easy to find and access website

TLAC staff and/or consultant to:Confirm key messages in PlanDevelop printed card with messages Prepare PowerPoint presentationUpdate links and access to TLAC online siteSeek expertise to enhance web presence and establish social media links

STAKEHOLDER ENGAGEMENT AND FEEDBACK – individual and groupActions 2011 How to and resources

Q1 – enhance existing systems1.Update and highlight public feedback on website2.Work with LTS to receive regular reports on public issues, concerns and complaints3.Use feedback forms at presentations

Q2 – new initiative1.Undertake public survey in Q2

Ongoing – feedback from key influencers1.TLAC Chair invites key influencers to regular meeting and to make presentations2.TLAC Chair invites key advocacy groups to make presentations on issues or concerns on a scheduled basis (i.e. bi-annually or on special reports)

TLAC staff and/ consultant work with Chair and Members to strengthen online feedback system

TLAC to meet with City staff responsible for Customer Satisfaction Survey and discuss feasibility of questions related to TLAC business

LTS continues and/ enhances reports to TLAC TLAC develops new feedback form to be

distributed at presentations (or develop online link)

Discuss potential of using Omnibus tool to gather ongoing feedback for long term tracking purposes

Establish schedule of regular presentationsSurvey TLAC requests budget funds to undertake survey Develop RFP for public survey Select vendor, develop questions and implement

survey